Customer Success Specialist, Payer

About Our Organization
At Kalderos, we are building unifying technologies that bring transparency, trust, and equity to the entire healthcare community with a focus on pharmaceutical pricing. Our success is measured when we can empower all of healthcare to focus more on improving the health of people.

That success is driven by Kalderos’ greatest asset, our people. Our team thrives on the problems that we solve, is driven to innovate, and thrives on the feedback of their peers. Our team is passionate about what they do and we are looking for people to join our company and our mission.

That’s where you come in!

What You’ll Do:
For the Customer Success Specialist, Payer position, we’re looking for someone to ensure state Medicaid agencies have a positive experience through excellent customer service, providing comprehensive support through use of Kalderos’ applications, and developing process improvements to enable Kalderos operations to scale effectively. Across all roles, we look for future team members who will live our values of Collaboration, Inspired, Steadfast, Courageous, and Excellence.

Work with state Medicaid agencies to help bring transparency, trust, and contract compliance to drug discount programs for commercial managed care.
Analyze and perform QC and QA to deliver validated dispute reports to state agencies.
Engage US state agencies in dispute resolution on behalf of customers through a timely and comprehensive outreach process including monitoring automated messaging.
Minimize customer escalations through proactive state dispute and communication monitoring with an emphasis on accuracy.
Maintain a clear understanding of customer success criteria and align with assigned Kalderos business objectives (MBOs).
Build and maintain workflows and business processes related to the dispute resolution management process.
Position yourself as the voice of the state agencies in order to troubleshoot issues that arise among various drug duplicate discount stakeholders.
Maintain knowledge base of industry news and state/federal policy regarding changes to invoicing, dispute resolution, and process guidelines.
Be curious, listen deeply, and get creative to ensure that we are providing our clients services that optimize and comply with the Medicaid Drug Rebate Program (MDRP) and the 340B Drug Pricing Program
What You’ll Bring:
We know your experience extends beyond what you have on paper. The following is a guideline of general experience we’re looking for in this role:

1+ years of experience in administering and/or implementing a healthcare data management, medical claims, or similar SaaS/cloud-based product or platform or 2+ years in a customer success related role.
Demonstrated project management skills – effectively handle multiple customers, escalations, and priorities at once.
High level of proficiency with an office suite (such as Google for Business Applications or Microsoft Office) and Salesforce.
Ability to effectively communicate via virtual meeting and collaboration software.
Strong analytical skills with the ability to process and interpret data.
Excellent organization skills – work independently, prioritize and multi-task with minimal direction.
A sense of timeliness and urgency to address issues and resolve them expeditiously.
High standards for excellence and strict adherence to policies, controls, procedures, and timelines.
Set Yourself Apart:
Bachelor’s degree in business, science, technology, healthcare administration field, or equivalent.
Experience with the 340B program, the Medicaid Drug Rebate Program (pharmacies, hospitals, clinics, PBMs, state/federal agencies) and/or commercial managed care pharmacy contracts.
Experience with data manipulation/data analysis using Tableau, Power BI, SQL, or equivalent.
Advanced degree in pharmacy, life science, healthcare administration, or accounting.
A keen appetite for problem-solving coupled with a sharp investigative intuition.
Highlighted Company Perks and Benefits
Medical, Dental, and Vision benefits
401k with company match
Flexible PTO with a 10 day minimum
Opportunity for growth
Mobile & Wifi Reimbursement
Commuter Reimbursement
Continuing education reimbursement
Donation matching for charitable contributions
Travel reimbursement for healthcare services not available near your home
New employee home office setup reimbursement
Expected Salary Range: $80,000-$90,000 + Bonus
What It’s Like Working Here
We thrive on collaboration, because we believe that all voices matter and we can only put our best work into the world when we work together to solve problems.
We empower each other and believe in ensuring all voices are heard.
We know the importance of feedback in individual and organizational growth and development, which is why we’ve embedded it into our practice and culture.
We’re curious and go deep. Our slack channel is filled throughout the day with insightful articles, discussions around our industry, healthcare, and our book club is always bursting with questions.